Research Service Desk Lead
Supervise helpdesk teams, oversee ticket management, lead improvements and facilitate staff training. High salary, full-time. Ideal for IT pros with leadership skills.
The Research Service Desk Lead position offers an impressive salary range between $41.64 and $53.38 per hour depending on experience. This is a full-time, permanent role, giving candidates job security and a clear salary trajectory based on their background and performance.
Applicants who are experienced in customer service, information technology, and team leadership will find this opening particularly attractive. The role’s requirements include either a college diploma or university degree, or at least five years of proven customer support experience. Additionally, technical support skills and ITIL certification are significant assets.
This is a unique opportunity to manage and mentor service desk teams, while sharpening professional skills in a supportive and structured environment. For ambitious IT professionals aiming to move into management, this role is a compelling next step.
Daily Duties and Work Environment
The core focus of a Research Service Desk Lead is to oversee the helpdesk and service agents. This includes supervising daily operations, call handling, and ticket management, ensuring all staff are aligned with organizational standards.
Regularly, the Lead collaborates with hiring managers to conduct appraisals and interviews for full-time, contract, and co-op helpdesk positions. They are also the senior point of escalation before customer issues reach higher management.
Continuous process improvement is key. The Lead must identify gaps, initiate new ideas, and facilitate weekly meetings to communicate team expectations. Generating and analysing helpdesk reports is also essential to adjust workflow and meet service-level agreements.
Furthermore, the position is responsible for staff development, cross-training, and the creation of educational resources like guides, FAQs, and instructional videos. This promotes knowledge-sharing across the team and enhances departmental flexibility.
There are occasional ad hoc responsibilities assigned, keeping the daily routine varied and engaging.
Main Advantages and Opportunities
One major advantage of this position is the exceptionally competitive salary, which is well above the average for similar roles. This allows for strong financial stability and rewards experience and expertise.
Another key benefit is the chance to act as a leader early on. The role empowers you to directly impact service quality, shape team culture, and drive improvements, making it a meaningful step forward for those aspiring to management positions.
Potential Drawbacks to Consider
Like many leadership positions, this role can be demanding. Juggling diverse priorities and handling daily escalations may occasionally lead to long hours or stressful situations.
The service desk environment is often fast-paced, so strong organizational and time management skills are essential to thrive and maintain a healthy work-life balance.
Is This Position Right For You?
If you are passionate about nurturing teams, have a strong technical background, and are eager to grow your leadership potential, this role could be a perfect match.
The structured career path, excellent salary, and opportunity to make a real impact make this opening an ideal move for experienced IT or customer service professionals looking to advance their careers.
